📍 Job Overview

Job Title: Customer Support Specialist
Company: Deel
Location: LATAM, Colombia (Remote)
Job Type: Full-Time, Contractor
Category: Customer Support
Date Posted: 2025-06-11
Experience Level: Entry to Mid-Level
Remote Status: Remote (LATAM, Colombia)

🚀 Role Summary

Key Responsibilities: Deliver exceptional customer support through various channels, troubleshoot issues, and maintain high professionalism and product knowledge.
Key Skills: Customer support, problem-solving, empathy, communication, Zendesk, remote work, consultative approach, ownership, troubleshooting, process improvement, team collaboration, flexibility, initiative, feedback acceptance, time management, performance targets.

💻 Primary Responsibilities

Customer Interaction: Hold high levels of professionalism and Deel product knowledge, using a consultative and empathetic approach to deliver customer support resulting in positive customer experience.
Ticket Management: Efficiently work through tickets via voice calls, live chats, email, and social media channels.
Issue Resolution: Demonstrate strong ownership in issue resolution by providing best efforts to investigate, share knowledge, and communicate clearly with all customers.
Product Knowledge: Continually learn the Deel platform, keeping up to date with product features and changes.
Internal Communication: Open communication with internal team members and business operations to help optimize and support workflows.
Subject Matter Expertise: Specialize in different account topics and become a subject matter expert.
Record Keeping: Keep records of customer interactions, transactions, comments, and complaints.
Performance Targets: Meet deadlines and manage multiple performance-related targets in a fast-paced environment.
Training and Development: Participate in ongoing product training and process upskilling.

🎓 Skills & Qualifications

Education: High school diploma or equivalent.

Experience: Preferred experience in BPO, call centers, or customer-facing teams.

Required Skills:

Fluent in written and verbal English communication skills
Ability to work across multiple platforms, providing customer support using voice calls, live chats, email, and social media
Outcome-oriented mindset with the quick ability to research and investigate
Demonstrated high ability in providing customer satisfaction through empathy and problem-solving
Experience working within a global SaaS company (highly regarded)
Zendesk experience (preferred)

Preferred Skills:

Experience working remotely and being self-motivated
Proactive approach to identifying trends and/or process improvements
Adherence and flexibility to internal processes and procedures
Exceptional proactiveness, seamless collaboration with team members, and full ownership of tasks to drive efficient and successful outcomes

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: Not specified. Research shows the average salary for a Customer Support Specialist in Colombia is approximately COP 3,500,000 - 5,500,000 per month (USD 1,000 - 1,550).

Benefits:

Stock grant opportunities (dependent on role, employment status, and location)
Additional perks and benefits (based on employment status and country)
Flexibility of remote work, including optional WeWork access

🎯 Team & Company Context

Company Culture: Deel is an equal-opportunity employer that values diversity and inclusivity. They foster a connected and dynamic culture that drives continuous learning and innovation for their customers.

Team Structure: The Customer Support team at Deel works remotely and collaboratively, with a focus on delivering exceptional customer experiences.

Development Methodology: Deel uses a consultative and empathetic approach to customer support, with a focus on issue resolution and customer satisfaction.

Company Website: Deel

📝 Enhancement Note: Deel's commitment to diversity, inclusivity, and remote work makes it an attractive option for customer support professionals seeking a global and flexible work environment.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry to mid-level position, focusing on delivering exceptional customer support and troubleshooting issues.

Reporting Structure: The Customer Support Specialist will report directly to the Customer Support Manager.

Technical Impact: This role has a direct impact on customer satisfaction and retention, contributing to Deel's overall success and growth.

Growth Opportunities:

Career Progression: With experience and strong performance, Customer Support Specialists can advance to Senior Support Specialist, Team Lead, or Manager roles.
Skill Development: Deel offers ongoing product training and process upskilling, allowing Customer Support Specialists to develop their skills and advance their careers.
Leadership Potential: High-performing Customer Support Specialists may have the opportunity to move into leadership roles, driving team success and contributing to Deel's strategic goals.

📝 Enhancement Note: Deel's fast-paced growth and global presence provide ample opportunities for career progression and skill development within the customer support domain.

🌐 Work Environment

Office Type: Remote work environment with optional WeWork access.

Office Location(s): LATAM, Colombia (remote)

Workspace Context:

Remote Work: Customer Support Specialists at Deel work remotely, requiring a dedicated workspace with a stable internet connection.
Collaboration Tools: Deel uses various collaboration tools to facilitate communication and issue resolution, such as Zendesk, Slack, and Google Workspace.
Team Interaction: Remote team members collaborate through regular check-ins, team meetings, and one-on-one sessions to maintain a cohesive and productive work environment.

Work Schedule: Customer Support Specialists may be required to work during non-core business hours, including evenings, to accommodate time zones and customer needs.

📝 Enhancement Note: Deel's remote work environment and flexible scheduling options allow Customer Support Specialists to maintain a healthy work-life balance while providing exceptional customer support.

📄 Application & Technical Interview Process

Interview Process:

Screening: A brief phone or video call to assess communication skills, customer support experience, and cultural fit.
Role-specific Assessment: A practical assessment or case study to evaluate problem-solving skills, issue resolution, and product knowledge.
Final Interview: A conversation with the hiring manager or a panel of team members to discuss career goals, expectations, and company culture.

Portfolio Review Tips: N/A for this role.

Technical Challenge Preparation: N/A for this role.

ATS Keywords: Customer Support, Problem Solving, Empathy, Communication, Zendesk, Remote Work, Consultative Approach, Ownership, Troubleshooting, Process Improvement, Team Collaboration, Flexibility, Initiative, Feedback Acceptance, Time Management, Performance Targets.

📝 Enhancement Note: Deel's interview process focuses on assessing customer support skills, problem-solving abilities, and cultural fit, with a strong emphasis on practical demonstrations of these competencies.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Empathy: Deel prioritizes empathy in customer interactions, ensuring customers feel understood and supported throughout the resolution process.
Professionalism: Customer Support Specialists maintain high levels of professionalism, representing Deel's brand and values in all customer interactions.
Continuous Learning: Deel encourages ongoing product training and process upskilling to ensure Customer Support Specialists remain knowledgeable and effective in their roles.
Collaboration: Deel fosters a collaborative work environment, encouraging team members to support one another and work together to achieve common goals.

Collaboration Style:

Cross-functional Integration: Customer Support Specialists work closely with various teams, such as Product, Engineering, and Sales, to resolve customer issues and improve overall customer experience.
Code Review Culture: Deel encourages knowledge sharing and best practice adoption through regular team meetings and one-on-one sessions.
Knowledge Sharing: Deel promotes a culture of continuous learning and improvement, with team members actively sharing knowledge and expertise with one another.

📝 Enhancement Note: Deel's customer support culture emphasizes empathy, professionalism, continuous learning, and collaboration, creating a supportive and engaging work environment for Customer Support Specialists.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Inquiries: Customer Support Specialists must efficiently manage a high volume of customer inquiries, prioritizing and resolving issues effectively.
Complex Issues: Customer Support Specialists may encounter complex technical issues, requiring strong problem-solving skills and a deep understanding of Deel's platform.
Diverse Customer Base: Deel's global customer base presents unique challenges, with customers from various backgrounds and levels of technical proficiency.

Learning & Development Opportunities:

Product Training: Deel offers ongoing product training and process upskilling, allowing Customer Support Specialists to deepen their understanding of Deel's platform and features.
Conference Attendance: Deel encourages Customer Support Specialists to attend industry conferences and events, fostering continuous learning and professional development.
Mentorship Programs: Deel provides mentorship opportunities, pairing Customer Support Specialists with experienced team members to facilitate knowledge transfer and skill development.

📝 Enhancement Note: Deel's technical challenges and learning opportunities enable Customer Support Specialists to develop their skills, advance their careers, and contribute to Deel's ongoing success and growth.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Be prepared to discuss customer support scenarios, demonstrating your ability to empathize with customers, troubleshoot issues, and provide clear and concise solutions.
Product Knowledge: Brush up on Deel's platform, features, and recent updates to showcase your familiarity with the product and its functionality.
Problem-solving: Prepare for problem-solving questions, focusing on your ability to identify root causes, evaluate options, and implement effective solutions.

Company & Culture Questions:

Company Culture: Research Deel's company culture, values, and mission to demonstrate your alignment with their vision and goals.
Customer Support Philosophy: Be ready to discuss your approach to customer support, emphasizing your commitment to empathy, professionalism, and continuous learning.
Team Dynamics: Prepare for questions about teamwork, collaboration, and your ability to thrive in a remote work environment.

Portfolio Presentation Strategy: N/A for this role.

📝 Enhancement Note: Deel's interview process focuses on assessing customer support skills, problem-solving abilities, and cultural fit, with a strong emphasis on practical demonstrations of these competencies.

📌 Application Steps

To apply for this Customer Support Specialist position at Deel:

Submit your application through the application link provided.
Prepare for the screening call by brushing up on your customer support experience, communication skills, and cultural fit.
Research Deel's platform, features, and recent updates to demonstrate your product knowledge and enthusiasm for the role.
Familiarize yourself with Deel's company culture, values, and mission to showcase your alignment with their vision and goals.
Prepare for the practical assessment or case study by reviewing common customer inquiries, issues, and resolution strategies.
Practice problem-solving questions and scenarios to refine your approach to issue resolution and customer support.
Review the job description and requirements to ensure a thorough understanding of the role and its expectations.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Deel before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, emphasizing customer interaction, issue resolution, and communication skills.
Include customer support methodologies, problem-solving techniques, and empathy-building strategies.
Address customer support team dynamics, cross-functional collaboration with various departments, and remote work considerations.
Highlight customer support career progression paths, technical skill development, and leadership opportunities within customer support teams.
Provide tactical advice for customer support interviews, focusing on practical demonstrations of customer support competencies.

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information only.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support tools, platforms, and technologies relevant to the role.
Address customer support career progression paths and technical leadership opportunities within customer support teams.
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.
Include customer support industry-specific interview preparation and coding challenge guidance.
Emphasize customer support team culture, cross-functional collaboration, and user impact measurement.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and user impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize customer support best practices, problem-solving principles, and empathy-building strategies.
Include specific portfolio requirements tailored to the customer support discipline and role level.
Address customer support team dynamics, remote work considerations, and cross-functional collaboration opportunities.
Highlight customer support career progression paths, technical skill development, and leadership opportunities within customer support teams.
Provide tactical advice for customer support interviews, focusing on practical demonstrations of customer support competencies.

Avoid:

Generic business jargon not relevant to customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer support terminology unless relevant to the specific customer support role.
Marketing language unrelated to customer support, user experience, or customer satisfaction.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals seeking their next opportunity and preparing for technical interviews in the customer support industry.

Customer Support Specialist